Job expirat
- Manages and supervises the daily activities, operations and personnel of the Support function, to include training, coaching, organizing, planning, and staffing operations;
- Ensures consistency and continuity of technical and customer handling;
- Responds quickly, accurately and professionally to escalated support related situations, acting as the customer’s main point of contact for short/medium term engagements;
- Maintains liaison with all ITD managers to keep abreast of policy and procedural changes; develops and reviews procedures for Support operating/procedure manuals;
- Prepares operational reports and analyses setting forth progress, adverses trends and appropriate recommendations or conclusions;
- Promotes continuous improvement by not only fixing the immediate problem, but also addressing the root cause to prevent the issue from reoccurring;
- Analyzes the overall Support activity and makes recommendations for increased organizational efficiency and effectiveness;
- Looks for ways to improve and promote quality of processes and products;
- Prepares budgetary recommendations and changes to the salary grid.
REQUIREMENTS:
- A university degree (preferably Computer Science, Engineering or equivalent experience) and 2 years experience in a management position;
- Knowledge of help desk/call center and support-related operations;
- Excellent written and verbal communication skills;
- Very good English level;
- Able to manage a support team.
- Maintain a focus on responsiveness and a high level of commitment to customer services;
- Makes timely decisions;
- Problem recognition and resolution;
- Resources utilization and development;
- Approaches others in a tactful manner;
- Reacts well under pressure;
- Clear knowledge of basic Support related Policies, Procedures and Operations is an advantage
- Follows policies and procedures;
- Provides feedback so that overall process can be improved;
- Strong initiative and personal drive;
- Able to research and learn as required;
- Demonstrates accuracy and thoroughness;
- Excellent verbal and written communication skills;
- Ability to work with remote colleagues and globally as required
- Ability to work with various levels of management to ensure appropriate parties are engaged;
- Excellent planning and organizing skills;
- Exercises good judgment in seeking and providing advice and counsel;
- Understands the business impact of critical situations.
Very attractive package.
ITJobs Ltd. is a full service search and selection company with offices in Budapest, Belgrade, Munich, Kiev, Vienna.
ITJobs was founded in 2001 in Budapest, with the aim of recruiting for the IT and telecommunication sectors.
Since then the company has built a reputation by recruiting IT professionals across all skill levels, from entry to top-level positions.
In 2005, due to market demand we established a new division, JOBSgarden which is recruiting for all commercial, financial, HR and engineering functions. In 2006 we introduced staff leasing as a new service.
In 2006, a new office was opened, in Bucharest, under the brand-name JOBSgarden.
